FAQs
Q. How long will my order take to arrive?
A. We aim to prepare all orders for dispatch within 1-3 working days, shipping times will vary due to service selected at checkout and your destination. Our shipping provider is Royal Mail, estimated shipping times as stated by Royal Mail are as follows: Tracked 24: 1-3 business days, Tracked 48: 2-5 business days. An estimated arrival time for an item sent Tracked 24 might be 1-5 business days from order. Please note: these are estimated delivery times and we cannot offer any compensation for items that arrive late due to unforeseen circumstances with the postal service.
Q. Which shipping provider do you use? Will I need to be in to receive the item?
A. We use Royal Mail. Items sent Tracked 24 and Tracked 48 should not need a signature, if you order multiple larger items then your package may be too large to fit through your letter box, so someone may need to be in to receive it. Undeliverable packages will either be re-delivered by your postman or woman or sent to your local sorting office for collection, a note will be left telling you which is the case.
Q. I think I ordered the wrong colour, can I change it for another colour or item?
A. Yes. If you’d like a different colour to the one you’ve ordered please contact us via the ‘CONTACT US’ page and we will arrange for an exchange form to be sent. Buyers are responsible for return postage costs. Any balance overages will be refunded if the replacement is cheaper than the original purchase. If the replacement item is more expensive, the outstanding balance will need to be paid before dispatch of the replacement item.
Q. Can I return my item for a refund?
A. Yes. We're sorry your unhappy with your item. If you have ordered the incorrect colour, we carry a wide range of colours and styles and are more than happy to accept exchanges for other colours/styles. Please contact us via the ‘ CONTACT US’ page for more info. We are happy to accept returns - please contact us via the ‘CONTACT US’ page for a return address. Items to be returned must be sent within 30 days of receipt of the item, must have any tags or labels still attached and be in an unworn condition. Unless the item arrived damaged or faulty, customers are liable for return postage.
Q. My return has been accepted, how long will my refund take?
A. We will issue your refund as soon as we receive the item back and it has been checked for quality control purposes. Refunds will be placed back onto the payment method you used to purchase. If you’re having any issues with a refund please contact us on the ‘CONTACT US’ page on our homepage.
Q. Where are your products made/sourced from?
A. All our products are handmade, by us, in our Welsh workshop! If you want to see some behind the scenes footage, head over to our social media channels - the links can be found at the bottom of our Homepage.
Q. Is your brand eco friendly? Are you ethical?
A. We try to be as eco friendly as we possibly can be, we also try to operate as ethically as we can. All our hair accessories are made by us in our workshop - nothing is mass produced, or produced off site. This way we can control what goes into making our hair accessories, and that the practices used when producing our hair accessories are as ethical as possible. We try to use biodegradable fabrics and materials where we can - all our velvet is 100% cotton (did you know that synthetic velvet is essentially plastic?!) all our jersey has a high cotton content and many are certified organic.
